The best of the emerging trends have been chosen and the path has been laid out for the onset of a new promising era of digital transformation and 2018 is predicted to be the rapid transition year for the IT industry since its dawn. Here are some of the latest trends in information technology that have got traction in 2018 and are here to stay and improve:

  • The digital experience of the employees becomes high priority. With organizations realizing that the productivity and the digital experience of its employees directly impact the success with their clients and deals, organizations are constantly soliciting for more user friendly and standardized service delivery tool implementations to increase the end user experience. Some companies have even started hiring for positions as director of digital workplace (DDW) or chief employee experience officer (CEEO) to quench this thirst of employee satisfaction.
  • Cyber-security for end users still tends to be the top priority and beyond. With all aspects of the IT architecture from data centres to applications secured and protected to a good level, the end-user still remains the weak spot. With various malicious tactics to steal corporate data increasing by day, organizations face a challenge to evolve fast and steadily to counter these attacks. Latest trends in Information Technology show organizations pushing in more resources scouting and building up on emerging technologies in fields of cyber security. Blockchain combined with IoT has been the current flavor.
  • The emergence of Artificial intelligence has been the talk of town and it holds tremendous power to change the structure of service delivery. With AI taking care of the ITSM, the IT folks can align themselves to more important IT initiatives to drive businesses value.
  • Outsourcing is to stay longer with no alternative to provide the best of the worlds at optimal cost points. MSPs are constantly in hunt to provide their clients with the best of tools to improve security, user experience, and in turn reduce the head counts to physically support clients in a non-linear service model.

There has never been more desperation for digitalization and transformation as on this day. With the emergence of AI/ machine learning, cloud-computing, there is a lot of heat for the service desk leaders and owners to deal with to bring about promising innovation to help optimize, standardize and economize service delivery. While many would contest by saying automations are the answer, I defy owing to its limitations on end user support front where a lot is dependent on user’s profile and usage of applications. Self-service is an ignored and failed panacea with most enterprises which can resolve upto 40% of Incidents with relevant and effective self-service as per Gartner and we at Anakage agree.

Multitudes of organizations have been through the excruciating journey of automating their service desk and multitudes have misfired, millions of dollars robbed in broad daylight. The main cause for failure being the inability of the automation tools to be application agnostic and customer need centric. I wouldn’t ever understand the rationale of trying to fix OEM issues when OEMs like Microsoft fix their own Product bugs in patches/upgrades, even if we consider the lag period to get the OEM updates, End User Automation tools in vanilla state only address a mere 2-5% of service desk volumes, and while Collectors throw up massive data, a lot of it will not result in remediation from Client’s IT issues.

Seeing through the various trends in the IT service desk delivery, Anakage, with its desktop user support platform (DUSS) has been resolving incidents at source up to a whopping 50%. DUSS is a mix of CoBotic help, a CoBot that helps the user step by step by drawing instructions on screen, automates troubleshooting, proactively gets triggered if some issue is evident, and even silently fixes issues, see it in action here. It is a contemporary help-desk all to itself, from helping the user to self-resolve the issues to performing robotic process automations (RPA) delivered as a service for IT Support process tasks, it does it all.

Organizations have never been more inclined towards getting delightful and standardized solutions for the end users as on today. Relying on the physical agents who tend to be skill and attitude driven hasn’t been helping, downsides being, waiting long stretches for them to come and resolve issues, getting an aura of tantrums being the worst. CoBots unlike human counterparts perform as per the organization’s service delivery standards, and are hence swift and delightful to its users. A German global luxury vehicle firm is a testament to the increased employee satisfaction and end user digital experience.

CoBots are changing the IT service delivery process in many organizations and onto that the CoBots have been bringing about non-linear growth in IT help desks, all the more reasons for organizations to adapt it. A multi-billion dollar Management consulting firm bears testament to this experience. With growing employee counts, there has been little to no increase in the firm’s IT team, owing to this multi skilled bot that has been able to reduce more complexities in issues and phenomenal numbers of tickets at source with its growing maturity in the firm’s IT help desk.

One particular set of solutions that are gaining traction is the endpoint compliance detection and remediation solutions. This is a ‘need to have’ for any firm which values its security and compliance. Whenever Anakage agents detect some non-compliant parameters at the end-points, the agent remediates the issue relatively reducing the critical threat span from 24hrs to a mere 1-2mins.

Adding more to this sudden shift of well renowned organizations to this approach for sustainable innovation, MSPs are also taking keen interest on this platform to get a second wind. On particularity, Prosenjit, the co-founder of Anakage talks about an Indian MSP being able to take a dig on a global technology giant and strike a deal to provide innovative help desk support to one of the largest Indian global telecommunications giant, showing exemplary play of innovation cards while bidding on a deal. This clearly shows that the organizations of today are very concerned about the end user’s experience when it comes to help desk support and seek more and more of optimization and standardization of tools in this respect.

One of the most compelling feature about Anakage is that we like to keep our offering modular, platter diversified and not reliant on just one field of problem resolution. We have been providing bot assisted self-service, self-heal automations, proactive remediation for almost all IT incidents, be it infrastructure or Application related, unlike the firms who are very specific to their domain and lack autonomy when it comes to fixing multiple facets of IT incidents.

The current scenarios in which client’s internal teams are firefighting the end user support needs to change to a more innovative construct and with our platform, which has shown tremendous traction, the IT can focus on winning and supporting the actual customer facing facets than expensively wasting resources with the strategies of yesterday. Help us understand you and let us help you better click here to contact us.


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